Delivery Address

[Gedion]

Received couple of feedbacks from online customers that they're unable to write unit number on address bar for delivery options.

I went to my own online store to try... It's actually the bar underneath it (Apt, suite no. optional)

In Australia it is very common to use Unit No. not Apt. or Suite.

I think Square should add more info for this bar... perhaps a suggestions:

Unit No., Villa, Apt., Suite No. (optional)

Thanks

[Seamus]

Hey @Gedion,

Thanks for reaching out!

Because the address bar we use is connected to an address database, most addresses should be searchable in the main address bar, with the second being used to clarify in the event that more specific delivery instructions are needed and not accounted for via the address search:

While it's not possible to list every variation of an address here, is the confusion coming from customers who think the only options are "Apt, Suite and Floor"?

The "etc" here is intended to show that this is a space where you can put additional information and it's assumed customers can extrapolate into other areas - eg "Unit", "Level", "Shop" etc. I'm happy to pass the feedback on - how frequently are you seeing customers getting confused while using this field? Is it something they're regularly getting stuck on?

[Gedion]

Hi mate,

We had 2 customers with no Unit No.

And we had 1 who actually reached out to us and asked how to enter the unit number.

[Gedion]

The problem here is ... 8/10 in Australia we use Unit No.

Not Apt., Suite or Floor... thats where the confusion is I guess.

[Seamus]

Hey @Gedion,

I guess it more or less comes down to personal experience - I've lived in a few units and apartments (born in Australia and lived here my whole life) and the address numbering convention I've always used has been 3/12 Example Street - be it for units or appartments. When that option is't available (as with Square Online) then I'll Use "Unit 3" or "Apt 3" depending on whether I've been in a unit or apartment. I use "Floor" or "Level" for getting things delivered in the office.

Regardless of individual experiences with address format conventions though, if I'm to understand this correctly:

• A couple of your customers customers don't have a unit/apt/floor number in their address and are confused because they think this is a mandatory field, and don't know what to do from there?
   
• One customer was confused because they didn't think "Apt, Suite, Floor, etc" allowed them to enter a unit number?
   

While I can't make any guarantees that this will be changed, I'd be happy to pass this feedback on to our eCommerce team - just want to make sure I've got the correct scenarios first 🙂

[mhweft]

Hi Seamus,

Throwing in my 2 cents, this is a huge problem with our business because the Australia Post dataset reads 1/24.  People are so focused on the unit/number because thats how they shop on almost every online platform.  I had a customer this morning who wrote:

"

Hi

 I’m trying to put through an order this morning but it won’t accept my shipping address. I get “shipping address incomplete” if I use my correct address. I cannot use the computer generated address as it is not correct. My address is 52A ______ Street, ___________, 2___ but computer keeps reverting back to 52."

Thanks

Matt

[Seamus]

Hey @mhweft,

Thanks for reaching out.

Was your customer able to come to a solution in the end on how to best format their address? If so, what variation worked? Rather than use the actual address, feel free to swap the the street name with "example" or some other word!

Per my previous response here, the acceptance of an address is tied the external database the platform uses, so this isn't really changeable. The direction I'd be taking here is to let the customer know about alternate ways they might be able to format their address to ensure it can be correctly entered into the system. Sometimes this may vary from what they are accustomed to using in other places, but this is a reality of ordering online - I've also had to make changes myself when shopping online in the past, depending on how the platform recognised the address.

Is it an issue you see frequently, or was it one customer who insisted that they wanted their address to be formatted in a certain way?

[mhweft]

They ended up sending an email